Facilities Operations Manager

17 hours ago


SouthendonSea, Southend-on-Sea, United Kingdom CBW Staffing Solutions Full time
Helpdesk Manager Role Summary

We are seeking an experienced Helpdesk Manager to join our facilities management team at CBW Staffing Solutions. The ideal candidate will have a proven track record in managing a team of helpdesk operatives and ensuring the smooth operation of facilities helpdesks.

Key Responsibilities:
  • Lead and manage a team of helpdesk operatives to ensure efficient handling of maintenance requests across multiple sites.
  • Oversight of helpdesk processes to ensure alignment with Key Performance Indicators (KPIs) and Service Level Agreements (SLAs).
  • Performance monitoring and regular review of helpdesk staff, providing feedback and guidance to maintain high standards.
  • Liaise with clients to ensure their needs are met and any issues are resolved promptly.
  • Prepare and present regular reports on helpdesk performance, identifying areas for improvement and implementing solutions.
  • Drive continuous improvement within the helpdesk, suggesting and implementing process enhancements to increase efficiency and client satisfaction.
Main Duties:
  • Facilities Helpdesk Management: Managing a team of ten facilities helpdesk operatives.
  • Ensuring the smooth and efficient running of the helpdesk.
  • Ensuring helpdesk operatives are carrying out the correct processes when completing jobs and updating the system.
  • Updating the CAFM system with any changes.
  • Liaising with engineers: PPM management.
  • Assisting with complex works, offering advice on process.
  • Implementing positive changes to the helpdesk.
  • Allocating jobs and managing the level of jobs coming through, ensuring all information is correct.
  • Dealing with customer issues to ensure an excellent service is provided at all times.
  • Overseeing quotes and budget reporting.
  • Excellent customer service, ensuring our clients are always updated with any changes.
  • Managing helpdesk operatives to ensure all jobs are being managed efficiently and correctly.
  • Ensuring all jobs are scheduled and updated before close of business.
  • Managing and supporting help desk supervisors to ensure help desk management and supervision are always available.
  • Managing annual leave and sickness to ensure the helpdesk is always covered sufficiently.
  • Liaising with HR to manage disciplinaries, promotions, and appraisals for helpdesk staff.
  • Scheduling weekly and monthly meetings with help desk staff to discuss client progress and issues.
  • Working with the managing director and operations manager to assess candidate CVs and interview potential new members of the helpdesk team.
  • Working closely with the operations manager to train new and existing staff.
  • Generating reports to ensure SLA targets are achieved and coordinators are managing their time effectively and efficiently.
  • Conducting weekly/fortnightly meetings with senior management to discuss helpdesk issues, progress, and process.
  • Attending and participating in operations meetings.
  • Monthly meetings with the managing director to report on help desk targets, progress, and any issues that may arise.

About Us: CBW Staffing Solutions is a leading provider of staffing solutions for the facilities management industry. We are committed to delivering high-quality services to our clients and are seeking a skilled and experienced Helpdesk Manager to join our team.



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